ComplaintsforRemitly

• Initial Complaint

  03/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  **************************** said in an email that my account was reactivated to send money. I tried on March 15, 2024. I can't send money. My account is blocked again. I called, and the lady only said is blocked.Solution: Allow me to send money. DO NOT BLOCK IT AGAIN.

  

  Business response

  03/25/2024

  *************************
  5418 ********, 
  ***************, 
  ** 33415
  
  Better Business Bureau Reference: 21461582
  Our Complaint Reference: 38428083
  
  Dear *************************,
  

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on March 20, 2024. We thank you for your continued patience whilst we investigate this matter. 

  In your complaint you indicated that Remitly told you in an email that your account was reactivated to send money. You tried on March 15, 2024 but you were unable to send money. You have said your account is blocked again and you want it to be unblocked. 

  To continue offering our customers a safe and reliable way to send money, we have to make sure everyone using our service is following our User Agreement. Unfortunately, that can require us to make difficult decisions about customer profiles. I would refer you to the User Agreement you agreed to adhered to where it states:

  5. IMPORTANT SERVICE RESTRICTIONS
  General. We may refuse any Transaction or limit the amount to be transferred, either on a per transaction or aggregated basis. These limits may be imposed on individual accounts or linked accounts. We reserve the right at any time to modify or discontinue all or any part of the Service.

  We conducted a further review of your account in December 2022, and we advised that the account was closed because it did not meet our security measures and/or was not in line with the terms in our User Agreement. This was further reviewed on receipt of your complaint.  We are unable to reinstate your account. Please note that Remitly came to this decision based on our policies and procedures and this was not personal to you.

  We are sorry for the inconvenience, but this decision is final.

  Thank you for your understanding.
  
  Remitly Inc.

  Customer response

  03/26/2024

   
  Complaint: 21461582
  
  I am rejecting this response because:

  The account still blocked. The review will be 1 star because it can't be 0
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is a ******************************** I have been sending money to my family in ******** since December 2022 to about middle of year 2023. They suddenly banned me from sending to my family in *********** provided all the information they requested including my bank deposits and withdrawals. They repeated asked almost the same questions relating to myself and my family members presumably to ensure that neither my family members were/are scammers engaged in fraudulent activities. When I asked for the specific reasons why they banned me from using their services, they said they could not reveal to me any reason as it would jeopardize their policy!!.This has caused me a lot of frustration as I am allowed to send money through other money transfer services without any problems. I usally send about $5000 every month to my Cousins and Nieces as their parents passed away in 2022 floods or car/ 8-******* crashes in *********** understand every ********************** has sending limits but none of the other three companies that I deal with has ever banned me. I believe their investigation into my background and those of my relations is flawed. as there are many common names is ******** such as we have here in the **.

  

  Business response

  03/21/2024

  *********************
  6208 ********** 6208
  ********, ** 08691
  
  Better Business Bureau Reference: 21450091
  Remitly Complaint Reference: 38332214
  
  Dear *********************,

  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on March 18, 2024. We thank you for your continued patience whilst we investigate this matter. 

  In your complaint you indicated that you have been sending money to your family in ******** from December 2022 to mid-2023. You told us Remitly requested information, including bank deposits and withdrawals, questions relating to yourself and your family members, which you provided and your account was suspended. You told us that when you asked for the specific reasons why, you were advised we could not reveal as it would jeopardize our policy and this has caused you a lot of frustration. 

  To continue offering our customers a safe and reliable way to send money, we have to make sure everyone using our service is following our User Agreement. Unfortunately, that can require us to make difficult decisions about customer profiles. I would refer you to the User Agreement you agreed to adhered to where it states:

  5. IMPORTANT SERVICE RESTRICTIONS
  General. We may refuse any Transaction or limit the amount to be transferred, either on a per transaction or aggregated basis. These limits may be imposed on individual accounts or linked accounts. We reserve the right at any time to modify or discontinue all or any part of the Service.

  We conducted a further review of your account in February 2024, and we advised that the account was closed because it did not meet our security measures and/or was not in line with the terms in our User Agreement. This was further reviewed on receipt of your complaint.  We are unable to reinstate your account. Please note that Remitly came to this decision based on our policies and procedures and this was not personal to you.

  We are sorry for the inconvenience, but this decision is final. Thank you for your understanding.

  Thank you,

  Remitly Inc.

  Customer response

  03/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unacceptable . However there is no sense in pursuing this business as I have found other alternatives to send money to my relatives in ********. You may close this case.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been attempting to transfer three $2500 funds from my US bank to my partners bank in **********. I used the express option that uses my debit card. Remitly advertises that the funds will be deposited within 2 hours. Which is WHY I chose that option and was willing to pay the larger fee. Here are the three details:I just sent you $2500.00 via Remitly. The money will be deposited to your Banco Nacional account by 6 marzo at 3:21 p. m. ***** your time. Ref#**************.I just sent you $2500.00 via Remitly. The money will be deposited to your Banco Nacional account by 11 marzo at 10:31 p. m. ***** your time. Ref#**************.I just sent you $2500.00 via Remitly. The money will be deposited to your Banco Nacional account by 13 marzo at 9:43 a. m. ***** your time. Ref#**************.It is now March 14 at 6:35pm. And SEVERAL chat and phone calls and requests to upload documents bank statement and paystubs etc which I was more than compliant in providing in a timely manner but then I hear nothing. I chat with them and they what else they need and they apologize and say their partner bank is reviewing and promise to speed things along and stay in touch and then ask for ***** more hours or more information. Or this last time 12 more hours. They have a pdf of my 5 last most recent paystubs, so they know I am employed. They have a pdf of my two most recent bank statement so they know I have a HELOC loan and page 3 shows the details of that loan, they have my psssport ID and the last 4 digits of my SS number and they know my employment status and relationship to the recipient. They did refund the transfer fee of ***** for two of the transactions (the one that is now 8 days late and the one that is 3 days delayed) I was lied to constantly and told not to worry the funds would be released soon. What I needed was honesty and integrity and to be informed that transaction would in fact take up to a week so I couldve found another option.

  

  Business response

  03/27/2024

  *****************************
  *****************************************************;
  ************, ** 28078
  Daytime Phone: **************
  E-mail: *******************

  Re: Better Business Bureau Complaint  reference: 21435286

  Dear *****************************

  I am writing to you in response to your recent complaint to Remitly, regarding the following transactions:

  March 06 2024 Transaction reference ************** Amount USD 2500.00 
  March 11 2024 Transaction reference ************** Amount USD 2500.00 
  March 13 2024 Transaction reference ************** Amount USD 2500.00 

  You told us that you selected the express transfer option for these transactions. There were delays in completing these transactions, which caused you frustration. Additionally, you told us that while two of the transaction fees were refunded, you are concerned because the third fee has not yet been reimbursed.

  I note that you were contacted on March 13 2024, to verify the senders information and you provided this documentation.  On March 14, 2024, you kindly submitted additional information about the beneficiaries and the purpose of the transfers. Unfortunately, a system error prevented us from accessing this information when required. These unforeseen technical issues can lead to delays, and I sincerely apologize for any inconvenience this may have caused.

  On March 15, 2024, we contacted you asking for additional verification related to your income details, which you subsequently provided. On March 16, 2024, at your request, the transactions were canceled due to delays in processing.

  I refer you to our User Agreement, and wish to point out the following terms which are relevant to your transaction.

  5. Important service restrictions
  (2) Delays. Your Transaction may be delayed by our effort to verify your identity and validate your Payment Instruments and otherwise comply with laws or manage our financial risk. You may be *********** a refund in certain circumstances and you may cancel your transaction at any time while it is pending.

  6. How and why we collect personal information
  (4)Verifying information. You authorize us to make any inquiries, to you or to others, which are necessary to validate the information that you provide to us. This may include asking you for additional information, requiring you to take steps to confirm ownership of your email address or financial instruments, verifying your information against third party databases, or through other sources.

  In this instance, we required additional information from you in order to proceed with your transactions.

  Our records confirm that on March 16, 2024, we refunded both the transfers and a transaction fee of USD ***** per transaction to your account, for transaction references ************** and **************. Additionally, the records indicate that the transfer and transaction fee for transaction reference ************** were also reimbursed to your account on March 18, 2024. Please let us know if this is not in line with your records. 

  I want to assure you that we take your feedback seriously, and we deeply regret any inconvenience or frustration this may have caused you. In light of this, we have added a goodwill gesture of $20.00 credit to your account.

  Please do not hesitate to contact us if you have any further questions. 

  Kind regards,

  Remitly Inc.
  

  
  

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My account with ********************** was closed a couple of weeks ago due to their claim that I went against their user agreement. This was a vague response, and having read their terms of service, I see nothing wrong in my use of their service. I have been successfully using and recommending their services for the past couple of years to send funds to my friend who runs a children's home in ******. My funds helped provide tuition, housing, food and help for daily needs. These are all valid reasons to send according to their website. I verified with a representative the sources of my income and purposes for what I was sending. I also had to go over my ************* statement and explain each non-payroll source of income. I was under the impression that things were good and that the compliance department would let me know in a day or two that everything was fine because they went ahead and finished sending the transfer I had started the day before. Instead, they permanently closed my account. I had even explained the service rep I spoke with that I am working extra small jobs in addition to my full-time job in order to help my friend. Most of the time, my gifts aren't more than 4 million UGX (the *** allowed for AIRTEL mobile money), but I often send smaller amounts several times per month as I am able or at busy times like when children are going back to school. I spent hours trying to resolve this issue and got vague responses. I used their company in good faith. Closing my account was a real slap in the face. I also send monthly to a friend in ******, but the issue seemed to be ******. It is frustrating having my hands tied in helping those who depend on gifts. I think Remitly at least owes me the courtesy of thoroughly explaining the closure of my account. Personally, I feel they owe me an apology and should reactivate it. As the saying goes, "No good deed goes unpunished." I have warned others who use this service that it can arbitrarily happen to them, too.

  

  Business response

  03/17/2024

  ***********************
  **********************************************************************
  Daytime Phone: ***************
  E-mail: *************************
  Re: BBB Complaint ID ********

  Dear ***********************,

   I hope this message finds you well. We're reaching out regarding the concerns you shared with the Better Business Bureau on March 11, 2024, concerning your Remitly profile. First and foremost, thank you for taking the time to bring this matter to our attention. Your feedback is crucial in helping us improve our services.

   We understand from your feedback that the closure of your Remitly profile has caused you disappointment. Please be assured that we have carefully reviewed the activity on your account with the greatest diligence. Our commitment is to provide a secure and trustworthy environment for all our customers, which sometimes necessitates difficult decisions to adhere to our operational guidelines.

  After thorough consideration, we find that we must stand by our decision regarding your profile. We recognize that this might not be the news you were hoping for, and we sincerely apologize for any inconvenience this might cause. For more clarity on the types of services and transfers supported by Remitly, we invite you to explore our ************ It's a valuable resource for understanding our services better.
  
  While we're unable to share detailed information about this specific decision, please know that your understanding means a great deal to us. We're truly grateful for the time you've spent with Remitly and for your comprehension of this matter.
  
  If you have any further questions or if there's anything else we can assist you with, please feel free to reach out. Thank you once again for your understanding and for being a part of the Remitly community.
  
  Again, we truly appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************.
  
  Thank you,
  

  Remitly, Inc.

  Customer response

  03/18/2024

   
  Complaint: 21417591
  
  I am rejecting this response because after rereading your full list of allowable and not allowable transfers, I continue to see that I have done nothing that goes against your standards. All funds that were sent were sent for allowable transfer reasons. Your continued vague response is not acceptable. To continue saying that I "violated your user agreement" without letting me know what I supposedly did wrong is unfair and wrong. My complaint still stands, and I hope this makes other uses aware of your arbitrary business practices. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Money was transferred to bank deposit but never delivered, was told due to the weekend it would take longer Wednesday has arrived and receiving bank shows no incoming transactions, has been given the run around to where the money is currently at, this is unacceptable

  

  Business response

  03/20/2024

  ***************************
  ******************************************************************;
  *****, 
  ** 31216
  
  BBB Reference: 21397613
  
  Dear ***************************,

  I refer to your complaint logged with the Better Business Bureau on 3/7/2024 in relation to 2 transfers (transaction reference R37793988041 & R42526715710) in the total amount of $297.44 submitted on 3/01/2024. The funds were transferred to a beneficiaries account with Banreservas in the ******************. You advised us that the beneficiary confirmed the funds were not received. 

  Records show you submitted the transfers on 3/01/2024 as follows;
  R37793988041 - $113.24 + fee $4.99.
  R42526715710 - $174.22 + fee $4.99.

  On 3/01/2024 you were issued a receipt confirming the funds had been transferred successfully to the beneficiarys bank. The partner bank has been contacted and they have provided Proof of Disbursement for both transactions. This confirms the funds were received by our partner bank, but not necessarily deposited into the recipients bank account. On review of our records it appears that the transactions were successfully sent to the recipient on 3/01/2024 but both transfers were returned to you on the following dates;
  R37793988041 - 3/04/2024
  R42526715710 - 3/01/2024

  In the event you or the beneficiary has not received the funds please provide us with a bank statement for the period in question, as this will allow Remitly to investigate further. We are also happy to support you to resend the transaction if that would be helpful to you.

  I am sorry for the inconvenience caused to you. If you have any further issues or questions please do not hesitate to contact us. 
  
  Thank you,

  Remitly Inc.
  

  
  

  Customer response

  03/20/2024

  Here's my bank statements, there was refund issued to my account.

• Initial Complaint

  03/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Send money overseas using them. Funds were not transferred on the date. I called remitly and they said there's a delay with the recipients bank and should get there in 24 hrs. I called again next day about the funds not received they said it's my bank has an issue, I told them funds were taken out from my bank. Then they said it's remitlys system update causing the delay. March 6th was the delivery date and today is March 9th and now they are saying March 11th they will deliver the funds. This is a horrible experience and never using them again.

  

  Business response

  03/12/2024

  *******************
  ****************************************************************************************
  Daytime Phone: **************
  E-mail: *************************************

  Re: BBB Complaint ID:  ********

  Dear ***** ****,
  
  I hope this message finds you well. I am writing to address the complaint you filed with the Better Business Bureau on March 9, 2024, regarding transaction #R48771205653.
  
  Here is what happened: We encountered an unforeseen system issue that affected many transactions, including yours, which temporarily halted processing for payments made through checking accounts.
  
  We understand the importance of timely transactions, so our team worked double time to troubleshoot and fix this issue. We are pleased to inform you that the technical glitch which temporarily hindered our operations has been successfully resolved. Your funds have been securely deposited into ***********'s ICICI bank account. We sent you an email to notify you about this issue. We appreciate your patience and understanding as we navigated through the unexpected delay in processing your transaction.
  
  We have refunded your transfer fee of $3.99 and added $10 discount as a token of our appreciation for your patience while we are trying to investigate the matter. We look forward to the opportunity to serve you again and exceed your expectations.
  
  For any further assistance or queries, our *********** is available 24/7. You can also visit our website or use the Remitly app for additional information or to initiate another transaction. Direct access to our *********** is available at Insert *********** Link.
  
  Thank you once again for choosing Remitly. Your trust in our services is greatly valued, and we are committed to ensuring your satisfaction with every transaction.
  

  
  Best regards,

  Remitly, Inc.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 22, 2024, I submitted a transfer for $1400. An hour later I was notified that the transaction could not be complete and that they needed additional information. *** sent money successfully to this account before so I knew everything was correct. Once I talked to the representative, we came to the conclusion that that account would not allow for that much money. They offered to edit my transfer to send it to his bank account, we did not have access the bank account number only the debit card number and they were not able to process as a transfer edit that way. We decided to send a new transfer directly to his debit card number and cancel the old transaction. That $1400 went through successfully, I was simply told to wait for the cancellation of the other $1400 transaction. That has been two weeks ago. I get texts that they could not process the old transfer and need additional information every few days. I call and ask it to be canceled, be told give 3-10 business days for a refund. I have done this five times. I call and talked to a representative who says it shows paused not canceled and do the same thing over and over again. The last two representatives for good reason Ive been very frustrated with and they have said that they see is not canceling on their end, so they have expedited my case to their resolution team. Today once again, ** receiving text saying they need additional information to process my transfer. At this point my money is being held hostage and I do not know what it is they want from me. We have gone in circles for two weeks, and I have repeated the same process with no outcome. I do not understand how this company is so incompetent they are unable to cancel a transaction. Per their rules on their email I receive Transfers that are not edited within 24 hours will be canceled and refunded. Learn more about our cancellation and refund policy that has yet to happen after two weeks =336 hours.

  

  Business response

  03/14/2024

  ****** *******************************
  **********************************;
  ******, ** 28033 
  Daytime Phone: **************
  E-mail: *************************
  
  Re: BBB Complaint #********
  
  Dear ****** *******************************,
  
  Greetings from Remitly. We are writing in response to the complaint you filed with the Better Business Bureau on March 08, 2024. Thank you for bringing your recent experience to our attention.
  
  In the complaint you submitted, you are concerned with the transaction with reference number ************, dated February 22nd, 2024, intended for ************************* and amounting to $1,400.48 was put on hold. 
  
  Upon review, the transaction was instantly rejected due to incorrect recipient information. Attempts to cancel the transaction on the same day encountered a technical error despite multiple efforts by both you and our **************** team.
  
  Following your persistent efforts to resolve this matter, including calls to Remitly on February 29th and March 3rd, and your follow-up on March 3rd, despite these attempts, technical limitations prevented the cancellation from being processed. We have decided to escalate the issue to our Engineering team to take action. 
  
  We are pleased to confirm that as of March 14th, 2024, we have successfully canceled your transaction. In light of the inconvenience and delay you experienced, we have initiated a refund process, which may take up to ***************************** your bank account. Additionally, as a gesture of our commitment to customer satisfaction and to apologize for the negative experience, we have credited a $50 discount to your account.
  
  Thank you for your patience and understanding as we work towards resolving this matter.
  
  Again, we truly appreciate the time you have taken to address this matter with us. Our company always looks for ways to improve its service and feedback such as yours is invaluable. Please feel free to contact us again if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************.
  
  Thank you.
  
  Remitly Inc. 

  Customer response

  03/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******************************

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used this service to send money to a bank account in *************** on 3/4 expected to be delivered before 3/5. Yet there was delay after delay and each time I reached out to customer service they said it is still processing until eventually on the 6th they said it has arrived. It has not. This is fraud to promise to deliver money or to say money is somewhere when it is not. When I request for proof the funds have been sent or information on their partner bank they do not provide it. At this point this is 100% fraud and stolen money because they will not provide me any accurate information of where my money is.

  

  Business response

  03/15/2024

  Dear *******,
  

  I hope this email finds you well. 
  

  This is our final response to this matter.
  

  We would like to sincerely apologize on behalf of the company for the experience you had. We understand that, being your first time using our services, you might have been somewhat uncertain, but at Remitly, our main objective is to give our customers the best service and help them with any necessary actions when issues are presented.
  

  We understand that receiving a notification that the transaction had been completed twice from our end was misleading, as funds were ultimately not deposited into the account. Nonetheless, we are currently collaborating with our Provider to resolve this difficulty so that there won't be additional challenges in the future. This transaction was unsuccessful despite our best efforts to work with our Provider due to a name mismatch on your ********** of the Philippines business account.
  

  However, because of this unanticipated delay, you chose to transfer the money using another company, therefore in response to your request, we have canceled the transaction with the updated reference number R28008961271, which you have confirmed as received along with the transaction fee amount. 
  

  Thank you for the opportunity to make things right. If you have other concerns, please visit www.remitly.com/help where you can find answers to common questions or contact us directly. Our **************** Team is available 24/7.
  

  Best regards,

  Customer response

  03/15/2024

   
  Complaint: 21402531
  
  I am rejecting this response because:

   

   This does not provide me with the details I asked for. I asked to be provide with all the proof of transfers from your partner bank to my bank. There was no name mismatch. I use Pangea money transfer and I just used wise money transfer with the original name I used. So that whole name mismatch thing was a lie, unless you are willing to provide proof of this from your partner bank or my bank where they state this. You do not provide proper details to know where my money was during the 10 days you had it. Complete misrepresentation to say I will receive my fund transfer in 1 day and then it turn into more than 10. That is ridiculous. It seems like you wanted me to cancel the transaction because the exchange rate recently went down right after my transaction and I was given a promotional rate. In addition to not getting that same currency conversion when I had to make a transfer saying a different provider who had no issues with my bank, you held my money for 10 days when it could have been in my savings earning 4.6% interest. Your company has caused me financial loss and has not done anything to properly resolve or compensate me. This complaint is not resolved and if this is their only course of action, I will seek to recover my money through small claims court.
  
  Sincerely,
  
  ***************************

  

  Business response

  03/23/2024

  Dear *******,
  

  This is our final response to this matter.
  

  On March 4, 2024, when the transaction was first submitted, we tried to transfer the money to your ********** of *************** account using your first and last name; but, on March 5, our Provider automatically reversed the transfer because of a "Invalid Beneficiary Name" response.
  

  Then, on March 5th, we attempted to resubmit your transaction by adding your middle name, but despite our best efforts, the funds were again reversed for the same reason. After that, we tried using a different provider to attempt processing the funds once more. They succeeded in finishing the transaction on their end, but on March 10th, they verified with the payer bank that the transfer was unsuccessful because of "Name/Account Mismatched," as our previous provider had also mentioned.
  

  Later on our investigation, you informed us that your ********** was registered as a business, and not a personal account. We wanted to change the name of the transaction from your maiden name to the business name, but there was a previous pending attempt that you requested with our **************** Team omitting this important piece of information, so they attempted once again with our Provider without the update of the business name.
  

  Since the transaction's name remained the same, we were waiting for our provider to reverse the transaction once again. However, while this was in progress, you requested to cancel the transaction instead, due to your negative experience. As a result, a full refund was issued on March 14th in accordance with your request, and you confirmed over the phone that the refund was successfully received on that same date, which included the fee cost that we had previously reimbursed on March 8th due to the circumstances. 
  

  In our last phone conversation, during which the refund was given and confirmed, you stated that the service was no longer of your interest. As with our earlier conversations, the call was cut off, and there was no chance or opportunity to talk about any sort of compensation because it was clear and you stated that you would rather take greater action than to have this matter addressed directly with us.
  

  As evidence of the name mismatch we experienced on several attempts, please see the email confirmations of the transaction rejections attached to this complaint. The first provider only offered automatic reversals on our system, while the second provider was able to deliver emails.
  

  Thank you for trusting Remitly. If you have other concerns, please visit www.remitly.com/help where you can find answers to common questions or contact us directly. Our **************** Team is available 24/7.
  

  Best regards,

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Feb 28, 2024 I initiated a transfer of $74.16 from my ***** ********** to my friend's MOMO mobile money account in ******* using Remitly.At the same day I received a notification that the transfer had been completed. As of Feb 29, 2024 I contacted my friend and was told she did not receive any money. After that she also showed me her bank statement showing that there was no transaction from Remitly from Feb 29, 2024 until now.I contacted Remitly customer service, and they requested me sending them my friend's bank statement. They told me to wait 3 bussiness days for the investigation, and they would contact me later but they never did. I contacted them again on March 5th, and one representative told me they already contacted the banking partner and the money was transferred to my friend. I then messaged my friend but she showed me her bank statement there was no transaction from Remitly up til that day.I called Remitly on March 5th, and one rep told me they did not accept the bank statement because it did not have my friend's name. So I sent them again her bank statement showing her name on it, and they told me to wait for the investigation.On March 6th, I called Remitly again to check on my case and this time one representative told me the file was not accepted because it was JPEG file. They wanted anl *** file. Therefore, I sent them the bank statement in *** file.Later that day, I called them and was being told that the *** file was kind of screenshot. And they refused to solve the issue. As I spoke to my friend, she said Remitly never contacted her bank account at the first time. And MOMO never received any funds from them, so clearly Remitly is lying and refusing to provide any useful information. I have asked Remitly repeatedly to provide me with emails they claim to have received from MOMO mobile stating the funds was deposited but they can't and they won't.

  Customer response

  03/08/2024

  Updated: On March 7th, 2024 Remitly called me and let me know the money was transferred to my recipient on March 4th, ****************************************** *******. They asked me to check with my recipient about that, and they closed the case. However, as I talked to the recipient, she did not receive any money from March 3rd to March 7th. She also showed me her bank statement. I called Remitly again and requested to open the case for more investigation.

  

  Business response

  03/15/2024

  ***************************
  **************************************, 
  ** 68164
  
  BBB Reference: 21397444
  
  Dear ***************************,

  I refer to your complaint logged with the Better Business Bureau on 3/6/2024 in relation to a transfer (reference R51469854784) of $74.16 submitted on 2/28/2024. You advised us that the funds were transferred to a MOMO Mobile Money account in *******, but as of 2/29/2024 the funds had not been received and you contacted our **************** Team, who requested a bank statement from the beneficiary and you were advised to wait 3 business days while an investigation commenced. You contacted Remitly **************** again on 3/5/2024 and you were advised the partner had confirmed the funds were with the beneficiary. MOMO Mobile Money confirmed they have not received any funds and the beneficiary has not received anything from you. You have requested proof that the funds had been deposited but you told us that you feel that Remitly wont adhere to your request.

  Our records show you submitted a transfer on 2/28/2024 for $72.00 with a transfer fee of $4.15 to a MOMO Mobile Money account. On 2/28/*************************** issued you with a receipt confirming the funds had been transferred successfully to the beneficiary. On 3/4/2024 you contacted Remitly as the beneficiary advised non receipt of funds. An investigation case was set up and we informed you that it could take up to 3 business days to resolve. You uploaded the beneficiarys bank statement as requested and on 3/5/2024 you were advised you would be contacted once the investigation was completed. We advised you that the partner had sent a proof of disbursement to us to show that the funds had been transferred.
  Please find enclosed a copy of the notice from our partner bank advising the funds had been sent to the recipients bank. This confirms the funds were received by our partner bank, but not necessarily deposited into the recipients bank account. We apologize if this was not clear in our previous communication. 

  On 3/8/2024 you spoke to Remitly and you requested a refund of the transaction. When we processed the refund, it was identified that the funds could not be successfully transferred to the recipients bank account. This was because MOMO Mobile Money had confirmed a problem with the beneficiarys account and the transfer could not be completed. We are not aware of the exact problem, but such returns can be due to one of the below reasons:
  Invalid account number
  Account is dormant or suspended
  Invalid account currency
  Bank account status
  Account type not eligible to receive remittances.

  On 3/8/2024 Remitly informed you of this and the funds were returned to your paying account on 3/9/2024.

  We apologize for the inconvenience caused to you. It can take some time for refunds or rejections to be completed, so we are very sorry for the delay. I have credited your account with $20 and hope that in addition to my apologies, your trust in Remitly will be restored.

  If you have any questions please feel free to contact us. 

  Thank you,

  Remitly Inc.
  

  
  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Remitly company set of rules for transfer money from my checking account to a recipient in ******** with an account in BanColombia was insufficient for the money transfer. The webpage requirements were all fulfilled and then more personal data was given but they didnt hold the promise of carrying on with the transaction. It is transparent, I agree and provide all the information but I couldnt satisfy all other extra requirements not in the webpage, no disclose to customer, so now they withhold my money for an unknown period of time If I go for a comercial transaction the rules and regulations are disclosed in the webpage where I am doing my business. They have the obligation to disclose what is required to do business, but with Remitly they keep moving the goal line a little further In the meantime my money is with them until they decide to do the right thing

  

  Business response

  03/13/2024

  *************************,
  16568 *******************
  *********
  **, 78552
  Daytime phone number **************
  E-mail: *************************

  BBB complaint ref. 21397385

  Dear *************************, 

  I am writing to you in response to your recent complaint to Remitly, regarding transaction reference R64900318437. You transferred USD ******* to a beneficiary account in Columbia, on 4 March 2024. We later asked you for further information in order to complete the transaction. However you were not happy to provide proof of identity for the beneficiary, as requested. 

  On 6 March 2024 you asked us to cancel the transaction on your behalf, and your request was carried out. As per the agreement with our partner bank, it can take up to 10 business days, after the refund is issued, before funds are returned to a customer's account. 

  I refer you to our User Agreement, and wish to point out the following terms which are relevant to your transaction. These terms outline that we may require additional information. By using the Service you are agreeing to the terms of this Agreement. 
  4. Receiving a remittance 
  (2) Verification. Recipients will be required to prove their identities before receiving funds by presenting valid identification. Also, Recipients may be required to provide a reference number or another similar identifier associated with their Transactions. 
  6. How and why we collect personal information 
  (1) Verifying information. You authorize us to make any inquiries, to you or to others, which are necessary to validate the information that you provide to us. This may include asking you for additional information, requiring you to take steps to confirm ownership of your email address or financial instruments, verifying your information against third party databases, or through other sources. 

  
  Thank you for your patience and understanding. I hope this clarifies the issue you raised with us and we apologize if this has inconvenienced you. We value your business and are dedicated to ensuring your satisfaction with our service. 

  Please feel free to contact us directly if we can be of any further assistance. **************** can be reached 24 hours a day, seven days a week at **************.
  Thank you for bringing this matter to our attention.

  Remitly Inc.
  

  
  

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